At a Glance
- Tasks: Handle complaints with empathy and provide excellent customer service to residents.
- Company: Join Broadland Housing Association, a top-rated employer in the UK.
- Benefits: Enjoy enhanced leave, a generous pension scheme, and wellness perks.
- Other info: Flexible hybrid working with great career progression opportunities.
- Why this job: Make a real difference by improving resident experiences and processes.
- Qualifications: Experience in social housing and strong communication skills are essential.
The predicted salary is between 32558 - 32558 £ per year.
Agile Hybrid Homeworking (office base Norwich)
Full time, 37 hours a week, Monday - Friday
Starting Salary at £32,558 per annum, with future progression opportunities to £34,635 per annum
Permanent Contract
About the role
We have an exciting opportunity for a Complaints Handler to join our team. This role plays a key part in ensuring that complaints are handled efficiently and effectively, managing the administrative process to help Broadland maintain compliance with complaint-handling requirements.
Some of the main duties of the role will be:
- To provide excellent customer service when interacting with complainants, adhering to our service standards and meeting the diverse needs of our residents.
- To provide feedback to the Customer Experience Manager to ensure continuous improvement of processes.
- Responding to, investigating and resolving stage 1 complaints, MP, Councillor or executive enquiries from start to finish within the required timescale; keeping the Customer Experience manager informed at all times.
- To collate detailed information to respond to requests from the Housing Ombudsman Service.
- To ensure complaints are responded to and acknowledged in a timely, empathetic and friendly way, considering the needs of the individual residents.
About You
The successful candidate will have a strong knowledge and experience within the social housing sector. Have experience working within a busy and fast-paced environment, be organised and self-motivated with excellent communication (both written and verbal) skills. The ideal candidate will have experience in administration and exceptional customer service skills. An understanding of dealing with complaints from the first stage and working within a complaints team would be beneficial. You will be a strong impartial active listener.
All team members and colleagues working for Broadland will always be expected to act in a manner that is consistent with our corporate values and behaviours.
About Us
Broadland Housing Association offers more than 5,700 quality homes across Norfolk and North Suffolk believing that everyone deserves a home that meets their needs; we offer a caring, effective and high-quality service that is fair to everyone. We are one of the top 25 Housing Organisations to work for in the UK and feature in the top 50 organisations to work for in the East of England.
We are a Hybrid Homeworking employer and provide the team with the tools to work from home (approx. 60% home and 40% office split). As the role requires attendance at Broadland premises candidates must live within a 75-minute commute of their contracted office location (Norwich).
We offer staff many great benefits such as:
- Enhanced annual leave starting from 22 days, plus a day off for your birthday, a volunteering day and a personal day.
- Generous contributory pension scheme.
- Access to an Employee Assistance Programme to support you when you need it!
- Health Cash Plan - claiming for things such as eye tests and prescriptions as well as many other wellness and money saving perks.
- Utilities allowance to support hybrid home workers.
- Lots of training opportunities.
- And many more - Please see our benefits document available on our website!
For full details or if you have any questions regarding this role or any other vacancies at Broadland Housing Association, please contact our recruitment line on 01603 750109 and leave a message or email: recruitment@broadlandgroup.org.
Closing date: Midnight on Thursday, 27 August 2026
Complaints Handler in Norwich employer: Broadland Housing Group
Broadland Housing Group is an exceptional employer that values its employees by offering a hybrid working model, fostering a healthy work-life balance. With competitive salaries starting at £28,785 and clear pathways for career progression, the organisation prioritises employee growth and development within a supportive and collaborative culture in the vibrant city of Norwich.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Norwich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Broadland Housing Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Broadland Housing Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Handler in Norwich
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Broadland Housing Group:Your cover letter is your chance to shine! Tell us why you want to work at Broadland Housing Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Broadland Housing Group!
How to prepare for a job interview at Broadland Housing Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
